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Category Archives: E-Commerce

Federal Agencies Rank Last in Forrester Customer Experience Index

Forrester – “Small Gains To CX Quality Emerged Amidst Broad Stagnation – Forrester’s 2019 US Customer Experience Index (CX Index™) reveals that the overall quality of the US customer experience rose by an anemic 0.4 points, to 70.2. The report is based on Forrester’s CX Index methodology, which measures how well a brand’s CX strengthens the loyalty of its customers. In this year’s report, we reveal the complete numerical scores of all 260 brands across 16 industries, based on a survey of 101,341 US adult customers.

  • Some scores at the brand level inched upward. Although 14% of brand scores rose, 5% of scores declined and a whopping 81% stagnated. Of the brands that posted statistically significant score changes, the size of the gains and losses were about the same — a modest 3 points…”

Federal Agencies Rank Dead Last in Forrester Customer Experience Index – “..As they have in the past, federal agencies measured in the index comprised several of the worst overall brand scores, with USAJobs.Gov—the federal government’s jobs portal—scoring an index-worst 46.5. Other poor scorers falling in the lowest scoring metric—“very poor,” or scores lower than 55—include Healthcare.Gov, the IRS and Education Department…”

Amazon’s helping police build a surveillance network with Ring doorbells

cnet – Its popular Ring smart doorbells mean more cameras on more doorsteps, where surveillance footage used to be rare. “If you’re walking in Bloomfield, New Jersey, there’s a good chance you’re being recorded. But it’s not a corporate office or warehouse security camera capturing the footage — it’s likely a Ring doorbell made by… Continue Reading

Regulating or breaking up Big Tech: an antitrust explainer

MIT Technology review – US regulators will investigate whether companies like Amazon, Facebook, and Google have too much power. Here’s an introduction to the issues – Four tech juggernauts—Amazon, Apple, Google, and Facebook—are suddenly the target of new scrutiny by the US government. The Federal Trade Commission (FTC),  Department of Justice (DOJ), and Congress have… Continue Reading

Firefox starts blocking third-party cookies by default

Venture Beat: “Mozilla today announced a slew of privacy improvements. The company has turned on Enhanced Tracking Protection, which blocks cookies from third-party trackers in Firefox, by default. Mozilla has also improved its Facebook Container extension, released a Firefox desktop extension for its rebranded Lockwise password keeper, and updated Firefox Monitor with a dashboard for… Continue Reading

Inc. – Meet the Most Inspiring Companies of 2018 If entrepreneurs are the lifeblood of an economy

Inc. – “If entrepreneurs are the lifeblood of an economy, consider Inc.’s ranking of 5,000 companies America’s circulatory system. Our annual report looks at these fast-growing innovators–and how they made our list. The fastest-growing companies in America are a force, notching collective revenue of more than $206.2 billion in 2017 and three-year revenue growth rates… Continue Reading

Google uses Gmail to track a history of things you buy and it’s hard to delete

CNBC – “Google tracks a lot of what you buy, even if you purchased it elsewhere, like in a store or from Amazon. Last week, CEO Sundar Pichai wrote a New York Times op-ed that said “privacy cannot be a luxury good.” But behind the scenes, Google is still collecting a lot of personal information… Continue Reading

How to stop Google from keeping your voice recordings

The Verge -Keep your ‘Hey Google’ questions off the record (or isn’t it time you used DuckDuckGo) “Home assistants such as Alexa and Google Assistant are becoming ubiquitous, and as that happens, more and more users are discovering how much of their data is actually being collected by these handy items. The Washington Post’s Geoffrey… Continue Reading

Consumer groups accuse Amazon of illegally collecting data on children

Washington Post – Amazon Echo Dot Kids accused of illegally collecting data on children – “A coalition of 19 consumer and privacy groups plans to file a complaint Thursday alleging that Amazon’s Echo Dot Kids Edition is illegally collecting voice recordings and other identifying information on users under 13 and that the system’s parental controls are… Continue Reading

Consider this – Alexa is always listening and collecting data about you

The Daily Dot – Here’s what you need to know about the security and privacy implications of smart speakers, both the myths and the realities – 1) Smart speakers are always listening – One of the first things you’ll hear about smart speakers like echo is that they’re “always listening” to your conversations—which is technically… Continue Reading

What Amazon knows about you – more than you may have considered

“Depending on how much you shop, watch and read with Amazon, the e-commerce behemoth may know more about you than any other company on earth, Axios chief tech correspondent Ina Fried reports. [Note – this is an extensive report – I have included just a portion] Naturally, Amazon knows what you’ve browsed or bought on… Continue Reading